About messaging channels for the Zendesk Agent Workspace

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8 Comments

  • Oscar Maynard

    Hi, at what point are social messaging tickets considered closed or archived, and a new ticket is started instead of continuing their previous ticket?

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  • Alessandro Battistini

    Hi Oscar,

    The social tickets work as normal tickets, in this case the tickets will closed after X days which X depends on your automation that close the solved ticket (Close ticket 4 days after status is set to solved). Then, a closed ticket pass to archived after 120 days: About ticket archiving

    When a requester replies on a closed ticket, it will create a follow-up: Creating a follow-up for a closed ticket

    Let us know if you have any other questions!

    -1
  • Oscar Maynard

    Hi,

    I'd like to social messaging conversations to return to Open when the requester replies. I've set up the trigger below, but it doesn't seem to work? 

     

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  • Neil
    Zendesk Customer Care

    Hi Oscar,

    I've created a separate ticket on your behalf so that we can further discuss and troubleshoot this issue you posted.

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  • Johannes Ganter

    Hey guys, has the problem mentioned above by @... been resolved? Is it possible to route multiple WhatsApp numbers to specific groups? As in, can I route number X to Group 1 and number Y to Group 2?

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  • Andrea Michinski

    I would be so grateful if someone could help me with a few questions. I tried to put in a support ticket, but my ticket was closed. I am receiving the following canned response in tickets from Facebook messenger, "How did your chat go?" I can't figure out how this is getting auto-added to the ticket?

    Also, I am trying to understand how to avoid Social media Conversations and tickets coming in tandem? The article states, change your settings to ensure this does not happen. Which settings? Thank you for your assistance. 

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  • Dave Dyson
    Zendesk Community Manager
    Hi Andrea, it looks like someone's helping you with your questions in your ticket. Let us know if you don't hear back in the next day or two. Thanks!
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  • Andrea Michinski

    Dave, to be honest, not really! This is very confusing. 

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